According to a 2011 Survey, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
In this day and age, companies cannot afford to ignore statistics such as these.
Face it: customer service is important. Not just customer service, but GREAT customer service. But how do you deliver it in a way that will resonate with your clients?
1. Take advantage of knowledgeable and experienced employees
It’s true that the workplace is getting younger. It is the first time that we have seen four distinct generations working alongside each other in the office:
- the Silents (mid-60s and up)
- Baby Boomers (mid-40s to mid-60s)
- X-ers (mid-20s to mid-40s)
- Millennials (the newest workers)
That being said, the Baby Boomers and Silents within the workplace have a lot to offer when it comes to an understanding of how to navigate the industry. Find a balance between the newer ideas of the Millennials while keeping those with past experience in the loop. The older insights can inspire the fresh, bold ideas for your firm.
2. Stay flexible and make compromises when necessary
It is important to stay reasonable when dealing with clients, whether it is in person or on the phone.
Strong communication and understanding when something goes wrong is key. When any sort of misunderstanding occurs, apologize immediately but also be sure to quickly let the client know what your next step areas to resolve the issue going forward.
3. Give your customers a voice
Receiving feedback from your clients is the best way to now how to make them happy. The product you give them should ultimately leave them satisfied and wanting more from you at the end of the day.
If you are not sure how to make your clients happy, asking them is the first step. Utilize quick surveys to receive feedback from your clients.
4. Be responsive and timely
Strong customer service is the best way to easily reflect your abilities to the client. High-quality work is only half of the equation.
Maintaining a solid relationship that is built upon responsiveness and a quality demeanor will put the client at ease and establish trust.
5. Set yourself apart from the competition
Take a look at the ways your competitors work with their customers and set your standard even higher.
Nowadays more than ever, customers want to be heard and respected. A strong emphasis on providing quality customer support will set you apart from the rest of the industry and direct clients to you instead of your competitors.
Check out the Leading Retirement Solutions Blog for more industry insights and information!